1. Communications for Business
Lecture 1:
Effective Communication in Business
NCC Education - Title Master

2. Course Details Lectures – 12 x 2 hour sessions
Seminars – 12 x 2 hour sessions
Self-Study Activities – 12 x 3 hour sessions
Private Study – 66 hours

3. Assessment 100% examination 2.5 hours duration Closed book
Past papers available on the NCC Education Campus

4. Reading There is no set text for this module.
You are strongly advised to purchase a business study skills/business communication skills text book to help with your studies. Any one of the book titles in the module descriptor reading list would be acceptable, but there are many others to choose from.

5. Learning Objectives
Understand the importance of communication in business
Understand the process of communication in business
Using communication technology
Ethics in business communication
NCC Education - Slide Master

6. Introduction Communication is at the centre of all organisations
Without communication, very little would get done and the organisation would not achieve its goals
But, how can we ensure our communication is effective? …..

7. Benefits of Effective Communication
Improved decision making
Earlier warning of potential problems
Increased productivity
Stronger business relationships
Clearer marketing messages
Enhanced professional image

8. Communicating in Organisational Settings
Formal communications network
Ideas and information flow along lines of command
Downward, upward and horizontal
Informal communications network
Grapevine

9. Example of Formal Communication Network

10. External Communication
Formal – letters, announcements
Informal – meetings, sales contacts
Social networking technologies
Linkedin
Facebook

11. Characteristics of Effective Business Communication
Provide practical information
Give facts rather than vague impressions
Present information in a concise and efficient manner
Clarify expectations and results
Offer compelling, persuasive arguments and recommendations

12. The Communication Process

13. Barriers to Effective Communication
Noise and distraction
Competing messages
Filters – human or technology interventions
Channel breakdowns – failure to deliver message

14. Class Activity Work in groups of about 5
What do you think are the key elements required to ensure that communication between people is effective?
10 minutes
Feedback to the class
5 minutes

15. Communicating Effectively With Your Audience
Consider audience expectations
Ensure ease of use
Use familiar words and images
Clearly address their needs – not yours
Design for compatibility

16. Adopt an Audience-Centred Approach
Keep your audience’s needs in mind
Adopt a “you” attitude
Learn about their biases, education, age, status and concerns

17. Giving Constructive Feedback
Think through your suggested changes carefully
Discuss ‘improvements’ rather than ‘flaws’
Be specific
Keep feedback impersonal
Time your feedback carefully
Highlight any limitations your feedback may have

18. Responding to Constructive Feedback
Resist the urge to defend your work
React unemotionally
Step back and consider the feedback
Ensure suggested changes are valid

19. Using Technology to Improve Business Communication
Used wisely, technology can help you communicate more effectively
BUT…
Benefits are not automatic
It is an aid to interpersonal communication not a replacement
Can waste time and money if not used efficiently

20. Tools for Communicating Effectively
Connecting with the office
Collaborating
Sharing the latest information
Interacting

21. Communicating Ethically
Ethics are “accepted principles of conduct that govern behaviour”
Ethical communications:
Include all relevant information
Contain all information
Are not deceptive in any way

22. Examples of Unethical Communications
Plagiarism
Selective misquoting
Misrepresenting numbers
Distorting visuals

23. Ensuring Legal Communication
Business communication is bound by a variety of laws and regulations:
Promotional communication – truth and accuracy in advertising
Contracts
Employment communication
Intellectual property
Defamation

24. Conclusions
Effective communication can deliver a range of business-related benefits
There are both formal and informal communication networks
Ensure you understand your audience in order to communicate effectively
Used wisely, technology can help you communicate more effectively
Be aware of your ethical and legal responsibilities

25. References
Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT Prentice Hall, ISBN:
Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan, ISBN:
Price & Maier “Effective Study Skills: Essential Skills for Academic and Career Success”, Prentice Hall, ISBN:
Cameron “The Business Students Handbook: Skills for Study and Employment”, 5th Edition, FT Prentice Hall, ISBN:

26. Lecture 1 – Effective Communication in Business
Any Questions?
NCC Education - End Slide Master